Account Set-Up
Q: Do I have to be a Co-op member to use the e-commerce service?
A: No, anyone can register for an e-commerce account and use the service. If you had registered for our previous e-commerce platform, you will still need to register on our new one.
Using the Website
Q: How far in advance can I place my order?
A: Slots are available up to 7 days in advance.
Q: Can I save an order?
A: Yes, the website will automatically save your order until you are ready to checkout.
Q: Are all Willy Street Co-op products available?
A: Not all of our products are available online. Some of our fresh products are only available on certain days and we cannot guarantee that a product will be available on the day you would like your groceries delivered. Age-restricted products are not available online. Also, products available at Willy East and/or Willy West but not available at Willy North will not be shown on the website.
Q: If I see a product on the website, does that guarantee that it will be available?
A: Products shown on the website are not guaranteed to be in stock; that is why it is important to add information about what kinds of substitutions, if any, you are willing to accept. You can choose to allow substitutions for your entire order, or by individual item. You can even select the specific item you would like us to substitute in the event one of your items is out of stock.
Q: I placed a pre-order at the store - can that be added to my online order?
A: We cannot add pre-orders to orders placed online.
Q: I want to change or cancel my order, how late can I do that?
A: You can add items to your order up until the time we start shopping your order. Simply add items to your cart as normal and at checkout you’ll be given the option to add the items to your previous order.
Q: Can I leave special instructions for my order?
A: Yes. You can manage your default delivery or pickup instructions by navigating to “My Account” and then selecting “Personal Info.” These instructions will be shown for every order placed and cannot be edited from the Checkout screen.
Q: Who do I reach out to with more questions?
A: You can reach our e-commerce team by calling Willy North at 608-471-4422 or email This email address is being protected from spambots. You need JavaScript enabled to view it..
Payment
Q: Is there a fee for using the e-commerce service?
A: Pickup service is $4.99 and delivery service is $14.99.
Q: Are there different prices for products on the website than in the store?
A: Most of the prices you’ll see on the new website are the same prices you’d see shopping in our store. Unfortunately, at this time we are unable to offer Owner Reward sale prices on the website so you will be charged regular price for those items.
Q: Is there a minimum order?
A: There is no order minimum.
Q: Do I have to pay online?
A: Yes, a valid credit or debit card needs to be provided upon placing an order online. All orders will be paid for using the payment type provided.
Q: What methods of payment are accepted?
A: The following forms of payment are accepted online:
- Debit
- Mastercard
- Discover
- Visa
- American Express
Q: Can I get my Access Discount when I place an order?
A: Unfortunately, Access Discounts are not currently available through our e-commerce platform, but we expect to be able to apply them sometime in the summer of 2024.
Q: Can I pay with my Wisconsin Foodshare/QUEST card?
A: At this time we are unable to accept Wisconsin Foodshare/QUEST cards online, however have been working with the state of Wisconsin to get online certification and expect to be able to accept Wisconsin Foodshare/QUEST cards in early 2024.
Q: Can I return products to the Co-op that I had delivered to me?
A: Yes, we do require returns to take place in-store. We have a return policy that explains how you can return items to the Co-op.
Shopping Your Order
Q: Who picks my order from the store?
A: One of our well-trained employees will shop your order from the store.
Q: How do frozen and refrigerated items get stored prior to delivery?
A: Willy Street Co-op keeps your frozen and refrigerated items in coolers and freezers prior to transport.
Q: Tell me more about your substitution program/policy.
A: You have the option to allow substitutions for items that are out of stock. When you click on your shopping cart you’ll see an option to allow substitutions on all items, to specify substitutions by item, or not to allow substitutions. If you choose to allow substitutions on all items, we will select an alternate item that is similar in size and price. If you choose to specify substitutions by item, we will only substitute the specific items you select.
Delivery
Q: Where do you deliver?
A: We deliver to homes or offices within 10 miles of our Willy North location.
Q: Who will deliver my groceries?
A: Your groceries will be delivered by a DoorDash driver.
Q: If I’m not going to be home during my delivery window, can the driver leave my groceries at my door?
A: Please make sure you are at home to receive your order during your selected time slot. If you are not home to receive your order it will be left at your front door. We don’t recommend leaving your groceries out for very long, as frozen or refrigerated items may not stay fresh without a cooler. Willy Street Co-op will not be responsible for any items left unattended.
Q: Can I have the delivery drivers bring my groceries into my home?
A: No, the drivers will only deliver the groceries. They will not enter the premises or unpack groceries to put away for customers. This means that the delivery driver will not deliver groceries past the front door of a home or lobby of an apartment building.
Q: Do I have to tip the delivery driver?
A: Tips are not required, however a 10% tip is automatically applied to all delivery orders. You will be given the option to edit the tip amount at checkout. All tips go directly to the driver.
Pickup
Q: Where do I park when I come to pick up my order?
A: We have a designated pickup parking spot near the front of the store for your convenience.
Q: How do I check in when I arrive to pick up my order?
A: You can let us know you have arrived by clicking the check-in link in your order completion email. This will open a form for you to submit that includes your vehicle details so we are able to bring your order to you.
Q: Will you load my groceries into my vehicle?
A: Yes, one of our employees will gladly load your order into your vehicle for you.
Q: Am I able to come into the store to pick up my order?
A: If you prefer to come into the store to pick up your order, please go to the Customer Service desk to check in.